Ken Tse Kin Chung
Service Operations Leader
Summary
Experienced service operations leader with over 15 years of expertise in telecommunications, system integration, and service delivery. Proven track record of successfully managing multi-million dollar projects and leading cross-functional teams across APAC. PMP certified professional specializing in service operations and project management. Demonstrated success in implementing lighting control systems and telecommunications infrastructure. Passionate about emerging technologies and digital platform innovation, consistently driving operational excellence and ensuring customer satisfaction.
Overview
20
20
years of professional experience
2013
2013
years of post-secondary education
2
2
Certifications
Work History
Service Operations Leader, Sales Operation
Lutron GL Limited
01.2023 - Current
- Manage a service team comprising customer service, specification service and field service functions, in addition to performing the project manager role for Hong Kong, Macau and Taiwan
- Responsible for the sales figures (shipping) and participation in Business Review Meeting for HKTW as service leader
- Streamlined operations by identifying inefficiencies and implementing process improvements.
Project Manager, Sales Operation
Lutron GL Limited
09.2021 - 12.2022
- Act as a program manager to oversee dealers' lighting control system projects across commercial, hospitality, and other sectors
- Meet stakeholders (dealers, contractors, owners, etc.) to address challenges for highlight project, including timelines and technical issues
- Ensure the order creation and delivery schedules meet with the project timeline
- Plan and coordinate internal and external resources to support system startup, test and commissioning, and user training
- Manage the project scope, cost and quality of the project
- Collaborate with Sales as a technical manager to manage key accounts (e.g., JPMC, Four Seasons) for lighting control systems
Assistant Manager, Regional Service
Shure Asia Limited
11.2016 - 09.2021
- Act as prime Regional Service Manager for all Shure products (including video conference microphone system, wireless microphones, personal listen, etc) across Asia
- Provide support to distributors Service Center in Asia
- Serve as a subject matter expert to support the setup of Shure Japan Service Center, including provide SAP training for creating service order, spare parts consumption and replenishment, etc
- Establish and setup Shure Hong Kong Service Center
- Lead a team of Customer Service Representatives and Engineers for Service Center Operation across China and Hong Kong within a matrix and virtual environment
- Report to Senior Manager, Global Regional Service to implement the global strategy
- Develop a crisis management plan and attend Crisis Management Team Meeting as Service leader
Service Delivery Manager, Service Delivery and Operation
Ericsson
10.2013 - 11.2016
- Ensure the correct and proper delivery of customer support services as specified in the Service Level Agreements (SLA) with our customer
- Monitor the financial performance of delivered services to ensure the intended cost level is maintained whilst securing SLA fulfillment
- Secure customer satisfaction and managing customer expectations & perception
- Track record for project management:
- LTE eNodeB Maintenance Update Project
- OSS Capture Server Deployment
- FCO (Field Change Order) Arrangement
Services Engineer, Service Delivery and Operation
Ericsson
02.2010 - 09.2013
- Act as a service team leader to assist Service Delivery Manager to fulfill SLA
- Act as a project team leader for WCDAM/LTE Project (e.g
- NodeB rollout, network upgrade, feature testing and implementation, etc)
- Drive change for process improvement
Technical Service Engineer, Hong Kong Technical Service Department
Huawei
11.2008 - 02.2010
- Take charge of installation, debugging, and commissioning of GSM BSS/WCDMA RAN equipment
- Provide technical support service to customer GSM BSS/WCDMA RAN system, (including problem investigation, network upgrade, etc)
- Conduct the Acceptance Test with customers and provide quick response for customer enquiries
Engineer II, Radio Network Engineering
SmarTone-Vodafone
07.2007 - 11.2008
- Perform 2G and 3G Radio network design, planning, rollout and optimization
- Provide technical support on drive test, walk test and field survey measurement tool
- Perform network performance monitoring, trouble shooting and fault analysis
Engineer III, Radio Network Engineering
SmarTone-Vodafone
07.2005 - 06.2007
- Perform 3G new feature testing and implementation (e.g
- HSDPA, EUL, Inter-frequency Handover, etc)
- Perform network performance monitoring and optimization after feature implementation
- Provide support and facilitate knowledge transfer to internal customer
Education
Master of Science - Technology Management
The Hong Kong Polytechnic University
04.2001 - 06.2008
BEng(Hons) - Electronic and Information Engineering
The Hong Kong Polytechnic University
Skills
Collaboration and teamwork
Accomplishments
Track record for project management with highlighted projects:
- Lighting Control System for Kai Tak Stadium - Main Stadium, Indoor Sport Center, Public Sport Ground (2023 ~ 2024)
- Challenges: A large-scale project requiring additional resources; coordinated with contractors to supplement in-house engineering teams
- Total amount: > USD$1.4M
- Ventria Residence – Shades and Lighting Control System for Public areas and rooms for an elderly care home (2023 ~ 2024)
- Challenges: Sales and dealer delayed order creation. Aligned with the factory to adjust the production plan by splitting the order to meet the project timeline
- Total amount: > USD$1M
Certification
Project Management Professional (PMP)
Timeline
Service Operations Leader, Sales Operation
Lutron GL Limited
01.2023 - Current
Project Manager, Sales Operation
Lutron GL Limited
09.2021 - 12.2022
Assistant Manager, Regional Service
Shure Asia Limited
11.2016 - 09.2021
ITIL V3 Foundation
12-2013
Service Delivery Manager, Service Delivery and Operation
Ericsson
10.2013 - 11.2016
Project Management Professional (PMP)
05-2012
Services Engineer, Service Delivery and Operation
Ericsson
02.2010 - 09.2013
Technical Service Engineer, Hong Kong Technical Service Department
Huawei
11.2008 - 02.2010
Engineer II, Radio Network Engineering
SmarTone-Vodafone
07.2007 - 11.2008
Engineer III, Radio Network Engineering
SmarTone-Vodafone
07.2005 - 06.2007
Master of Science - Technology Management
The Hong Kong Polytechnic University
04.2001 - 06.2008
BEng(Hons) - Electronic and Information Engineering
The Hong Kong Polytechnic University
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